Strong communities are built on strong relationships
3 August 2026
Strong communities are built on strong relationships, and MSV showed just how much can be achieved when people, organisations and residents work together towards a shared goal
I had heard a lot about MSV and was genuinely excited when the opportunity came up to visit as part of a PlaceShapers study visit. I expected to come away with ideas and examples of good practice. What I didn't expect was that one word would stay with me throughout the day: relationships.
Our visit began at Elmswood Park Extra Care Scheme, where we learned about MSV's approach to helping people live happy, fulfilling lives. What struck me most was their commitment to empowering residents to shape the activities and services around them. Rather than deciding what people need, MSV actively works with residents to create opportunities that matter to them.
We also heard about the wide range of housing they provide, supporting people at every stage of life, from young people leaving care through to older residents who need additional support. One area that particularly impressed me was their work on right-sizing homes in partnership with Manchester City Council and other housing providers. By working together to support and incentivise downsizing, they are freeing up larger family homes and helping address housing need. It was a powerful example of organisations working collaboratively on a challenge that no one organisation can solve alone.
Pictured: Elmswood Park Extra Care Scheme
As someone working in customer voice, I was particularly interested in hearing about MSV's customer engagement work. One thing that stood out was that they were hearing many of the same environmental concerns from residents that we hear at South Liverpool Homes, particularly around fly-tipping and the condition of shared spaces.
MSV shared how they have worked alongside residents to reimagine alleyways, encouraging people to see them not as neglected back passages but as extensions of their gardens and places for the community to come together. By fostering a sense of ownership and pride, they hope to reduce fly-tipping while also strengthening community connections. It was a great reminder that many of the challenges we face are shared across the sector, but that resident-led solutions can have a real impact.
A short walk took us to Positive Futures, based in MSV's former head office, which has been transformed into a community hub focused on training, education and employment support. MSV described it as a "one-stop" approach, bringing services together in one place. This immediately connected with something I feel strongly about. I've always believed that community organisations achieve more when they work together rather than in silos, and Positive Futures is a fantastic example of that in action.
Pictured: Positive Futures
One initiative that left a lasting impression on me was the 20% Movement. MSV, alongside 28 housing organisations across Greater Manchester, has committed to increasing the proportion of employees with lived experience of social housing to 20% by 2034. Hearing about the work being done through mock interviews, tailored employment support and mentoring made me reflect on the value of lived experience within our sector. People with firsthand experience of social housing bring perspectives that can help us design better services, make better decisions and build stronger connections with our communities.
In the afternoon, we looked at the Reno regeneration project in Moss Side, and this was perhaps the clearest example of MSV's commitment to customer voice. Residents were consulted over a two-year period, with feedback influencing both the number and style of homes being developed.
MSV also recognised the heritage of the site, engaging with local stakeholders to understand its significance and exploring how art can reflect that history within the development. What impressed me most was the honesty of the approach. MSV didn't simply ask for views; they explained what was realistic, balanced competing priorities and remained transparent throughout. Their engagement was recognised within the planning process itself, which says a lot about the depth of involvement.
We also visited the Brotherhood Peace Garden, a space that perfectly demonstrated what can happen when partnerships flourish. What was once an unused tarmacked car park has been transformed into a thriving community garden where people can grow food, spend time outdoors and connect with neighbours. Hearing project coordinator Michelle speak so passionately about the garden and MSV's support was inspiring. The project now helps provide food parcels for local families and delivers benefits far beyond the physical space itself.
Pictured: Brotherhood Peace Garden
The day concluded with a powerful session from Creative Effective Generations (CEG), which supports young people affected by child criminal exploitation. Listening to mentor Keenan share his lived experience was one of the most memorable moments of the visit. He spoke with such authenticity and passion that the entire room was captivated. It was clear that his ability to connect with young people comes from walking alongside them, helping them recognise their strengths, learn from setbacks and celebrate their successes. His message was powerful not because he talked about change, but because he embodied it.
As I reflected on the journey home, I realised that every example we had seen shared a common theme. Whether it was working with Manchester City Council, partnering with community organisations, collaborating with other housing providers or involving residents in decision-making, relationships sat at the heart of everything MSV does.
One comment from the Customer Voice Manager summed it up perfectly: "MSV may not be experts in everything, but they will probably know someone who is." That mindset of collaboration, trust and shared purpose was evident throughout the day and is perhaps the biggest lesson I will take back with me. In customer voice, we often talk about the importance of listening. What MSV demonstrated is that listening is only the start; real impact comes from building relationships, which in turn create strong partnerships and better outcomes for communities.
Strong communities are built on strong relationships, and MSV showed just how much can be achieved when people, organisations and residents work together towards a shared goal.